Rifle Scopes Leupold Customer Service Conversation....

E

EventHorizon

Sergeant
Full Member
Minuteman
Oct 31, 2009
425
10
NC
#1
I had a question about a set of rings I'm trying to sell and I didn't want to take then out the package to answer so I decided to call Leupold to get the skinny on the height of their 34mm High rings - here's the conversation

ring ring

Customer Service - "Leupold"

Me - "Hello, can you tell me the exact height of your 34mm steel high rings please?"

Customer Service - "I dunno, I guess they're just high."

Silence.

Me - "Ok, let me rephrase, how high is high please?"

Customer Service - "They're just high."

Me - "Would you mind asking someone who has a ruler or might know something about the rings please?"

Customer Service - "Well, ok."

Pause as I'm put on hold.

Customer Service - "They're 1 and a quarter inch high."

Me - "Thank you."

true story....
 
#2
Re: Leupold Customer Service Conversation....

Does not surprise me at all. I have a actual photo of a Leupold CS Rep hard at work:

630246613_f26231e91c-1.jpg
 
#5
Re: Leupold Customer Service Conversation....

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: coldboremiracle</div><div class="ubbcode-body">So, I hate to ask, ARE they 1.25 inches high? or were they just guessing? </div></div>
<span style="font-style: italic">EventHorizon</span> is selling <span style="font-style: italic">Leupold Mark 4 34mm High Rings</span> (P/N #59320, which are 1.06" High.

Leupold only makes two ring heights in (Mark 4) 34mm rings - the <span style="font-weight: bold">1.06" <span style="font-style: italic">HIGH</span> #59320</span>s' and the <span style="font-weight: bold">1.40" <span style="font-style: italic">Super High</span> #59310</span>s'. This P/N and ring height information is easily obtained off of the Leupold web site. Go to the <span style="font-weight: bold"><span style="font-style: italic">Mark 4 Tactical Mounts</span></span> page, then click on the <span style="font-weight: bold"><span style="font-style: italic">"Ordering Info"</span></span> tab.

Leupold rings are measured <span style="font-style: italic">from the top-of-the-base to ring centerline.</span> Leupold has always measured both their hunting and tactical line of their rings this way.

It is pathetic that the Leupold Customer Service person whom EventHorizon spoke to was either too busy, too lazy, or too under-trained to know how to look this info up in a Leupold catalog or off of the Leupold web site.

Its' even more pathetic that Leupold has slipped so far down in the 30+ years since I bought my first Leupold scope. At that time Leupold scopes enjoyed a great price to performance ratio, Leupold Customer Service was great, and the company seemed to give a shit about the products they were selling.

Unfortunately, Leupold changed a long time ago. IMHO, they got complacent, resting on their laurels and relying entirely on past reputation. Leupold has fallen way behind in product development and innovation and are struggling to catch up to the competition. Unfortunately, they are also pricing themselves out of the market with their current products - products that don't offer any advantages over the competition and actually suffer in comparison.

I don't know whether this change is attributable to a change in business management philosophy, a new economic model, or something else. I hope Leupold gets their act together soon. More competition in the scope market is better for consumers.

BTW, I'm far from a "Leupold hater". I still own 13 old-school Leupold scopes, and they all work very well on their respective rifles. I just hate where Leupold is.


Keith
 
#6
Re: Leupold Customer Service Conversation....

You guys have got to be kiddin me. The OP said absolutely nothing to the rep about why he couldnt take the measurement himself. I'm sure they thought he was one lazy MF'er. I wouldnt have answered the question either. I've seen people completely trashed and burned many times on this forum for just such stupid questions. What a load of shit.

okie
 
#7
Re: Leupold Customer Service Conversation....

Okie

Let me get this straight. I have to explain and get approval from a CS rep before they will answer me a question on THEIR product? Really?

Dude, tomorrow is Thanksgiving, it's a bad day to be a turkey. STFU and maybe you'll no one will notice you.
 
#9
Re: Leupold Customer Service Conversation....

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: EventHorizon</div><div class="ubbcode-body">I had a question about a set of rings I'm trying to sell and I didn't want to take then out the package...</div></div>


Umm.... WTF? So you had the answer at your fingertips, were too lazy/unmotivated to just measure them, and you're bashing Leupold Customer Service? Wow.


1911fan
 
#10
Re: Leupold Customer Service Conversation....

I can sympathize.

My first call to Leupold:

<span style="font-style: italic">Me: "Hi, do you have a law enforcement sales division that I can talk to?"

CS lady: "Like, what do you mean?"

Me: "A tactical division or law enforcement division that works with police departments."

CS: "Umm...I...ah.." (she sounded very confused)

Me: "Who handles the Mark 4 tactical scopes?"

CS: "We have a military sales department."

Me: "Do they handle LE and tactical sales?"

CS: "I'm not sure."

Me: "Yeah let me talk to them."</span>




Now, I've just learned to call and ask for J.R. in military/tactical sales.
 
#11
Re: Leupold Customer Service Conversation....


As an aside . . .

Remember, the smart people don't make their living at the phone center.

The phone people are trained to route calls. If you make it hard for them, they freeze like a deer in the headlights.

So, in your own defense, its best to learn how to ask the question:

"Hi, I have a question about the height of rings I need for my scope, can I talk to someone in tech support?

Certainly sir, I will put you through."

Good shooting,

BMT
 
#12
Re: Leupold Customer Service Conversation....

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: EventHorizon</div><div class="ubbcode-body">Okie

Let me get this straight. I have to explain and get approval from a CS rep before they will answer me a question on THEIR product? Really?

Dude, tomorrow is Thanksgiving, it's a bad day to be a turkey. STFU and maybe you'll no one will notice you. </div></div>


It takes absolutely no balls to tell someone to STFU and pass out insults with your keyboard. I assure you, you're impressing no one on this forum by doing so. You asked a stupid question, you got a stupid answer. Its just that simple. Only an idiot would expect anything different. You have a good thanksgiving............Dude.

okie
 
#13
Re: Leupold Customer Service Conversation....

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: okiefired</div><div class="ubbcode-body">

It takes absolutely no balls to tell someone to STFU and pass out insults with your keyboard. I assure you, you're impressing no one on this forum by doing so. You asked a stupid question, you got a stupid answer. Its just that simple. Only an idiot would expect anything different. You have a good thanksgiving............Dude.

okie </div></div>
He didn't ask a stupid question. He asked a legitimate consumer question and got a stupid answer from someone who was obviously lazy.
For my family's business, if our head receptionist were to answer customer questions like the Leupold CS lady did, our receptionist would be on the fast track to termination. The answer she gave was either ignorant, or smart-ass. Either way, from a proper customer service model, the answer was lazy and unacceptable.
The proper response should have been "I'm not sure of the answer, please hold and I will transfer you to a specialist/tech/salesman that can better answer you question." Or some similar version thereof.
 
#14
Re: Leupold Customer Service Conversation....

<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: TheodoreKaragias</div><div class="ubbcode-body">In all fairness to Leupold, that information is published on their website. Having said that, their site leaves much to be desired.

http://www.leupold.com/tactical/products...actical-mounts/

</div></div>

Yeah, I found it in half the time of a phone call and twice the time it would take to find a measuring tape. Her job is to answer the phones and sound nice. Receptionists have no buisness answering tech questions for the exact reason that she gave you the wrong answer anyway, and now the company is getting even more unneeded negetive publicity. That being said. . . . . She should have immediately sent you to someone in any of their multiple firearm departments.
 
#15
Re: Leupold Customer Service Conversation....

sounds like Leupold is cost cutting by hiring high school students
frown.gif

The United States is a world standard for customer service. I agree the OP could have saved himself a call and done the research like 90% of accuracy enthusiast on the hide, but it doesn't excuse shitty customer service.
.02
 
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